Senior Analyst - Incident Management ( SM2 )

Microland Limited; Bengaluru; Presencial; INR 450.000 - 650.000; Jornada completa

Descripción de la vacante

Microland Limited is seeking a candidate to handle IT service management responsibilities, including incident management and service desk support. The role emphasizes differentiating incidents from service requests and ensuring timely resolutions per SOPs.

Responsibilities include coordinating with resolver groups, monitoring SLAs, and generating operational reports to drive improvements.

Formación

• ITIL knowledge with incident management experience.
• Understanding of IT service management processes and service desk operations.
• Familiarity with SAP/ITSM tools and reporting is a plus.

Responsabilidades

• Differentiate between incident and service request and log in the system.
• Resolve issues and fulfill requests by following SOPs.
• Allocate to the right resolver group and escalate when needed.
• Operate service management tools to ensure timely resolution and SLA adherence.
• Produce reports and analytics for effectiveness and improvement.

Conocimientos

ITIL Incident Management

Aptitude

IT Operation Management

Service Desk

Microland Skills

Customer Centricity

Data Related Skills

Educación

Any Graduate

Descripción del empleo

Posted 12 days ago

Job Description :

Education Qualification :

Any Graduate

Skills :

• Primary -> Technology | ITIL - Incident Management | 3 - Experienced
• Primary -> Behavioral | Aptitude|Tasks Related Skills | 1 - Aware
• Primary -> Functional | IT Operation Management/Process | 2 - Knowledgeable
• Secondary -> Process | IT Service Management|Service Desk | 1 - Aware
• Secondary -> Behavioral | Aptitude|Tasks Related Skills | 1 - Aware
• Secondary -> Behavioral | Microland Skills|Customer Centricity | 3 - Experienced
• Secondary -> Behavioral | Aptitude|Data Related Skills | 2 - Knowledgeable

Certification :

• Technology | IT Service Management Certifications|ITIL Intermediate Certificate||

Service Desk _Differentiate between Incident and Service Request ; record in the system _Resolve issues / fulfill requests by following SOP _Allocate to right resolver group ;; work with stakeholders concerned till logical closure _Operate service management tool for effective usage Incident Management (IM) _; Comply with steps such as Investigate, Diagnose, Record, Communicate; _Run Incident Management functional responsibilities such as bridge, communication updates _Drive towards service restoration within agreed SLA monitor adherence in terms of timeline and accuracy _Analytics for effectiveness and completion in tuning and implementation _Work with other processes ( IM, PM, CM, RM, AM etc.) for effective and efficient implementation of the CM Process ITSCM (Information Technology Service Continuity Management) _Developing deliverables ; generate reports _Develop ; implement procedures SLA management _Provide defined reports from the system on time _Identify what is within SLA ; what has breached IT Security Management _Understand IT security guidelines ; provide defined report from the system; Vendor Management (VM) _Understand the defined VM Process and supporting procedure and work Instructions to ensure proper call triage with vendors for logging calls ; schedules for onsite/ remote intervention, _Communicate on the changes to logged cases, notifications received on product recommendations ; escalat when necessary Business Relationship Management _Provide all required inputs for preparation of reports and presentations for Service Reviews _Interact with customer on specific customer complains to understand the issue and derive corrective/preventive actions Technical Skills IT Infrastructure Management (A) Incident Management (A) IT Service Continuity Management (ITSCM) (A) Service Level Management; (A) IT Security Management (A) Vendor Management (A) Business Relationship Management